Shipping Policy

At True Health Protocol, we know that when you've decided to start a longevity, fertility, or rejuvenation protocol, the wait for your bottle to arrive is the hardest part. That's why we've built a fulfillment process designed for speed, transparency, and reliability — with the understanding that supplements are a daily commitment, and a delayed shipment is more than an inconvenience: it's an interrupted protocol. This page tells you exactly what to expect from the moment you place your order until your bottles are in your hands, including how we ship to the United States, how international orders work, what happens if a package is delayed or lost, and how to reach a real human if anything goes sideways.

If you only have a minute, here is the short version: U.S. orders ship within 1–2 business days, arrive in 3–7 business days via tracked carriers, and qualify for free standard shipping at $50. International orders ship to most countries via tracked international mail, arrive in 7–21 business days depending on destination, and may be subject to customs duties or import taxes assessed by the destination country. Every order receives a tracking number by email. If your package is lost, damaged, or delayed beyond our published windows, we will replace it or refund it — full stop. The rest of this page covers the details.

Order Processing & Cut-Off Times

Every True Health Protocol order is reviewed and processed by our fulfillment team within 1–2 business days after payment confirmation. "Business days" means Monday through Friday, excluding U.S. federal holidays. During this window we verify the order, confirm the shipping address against our address-verification system, allocate inventory from the closest fulfillment center, generate the shipping label, and hand the package to the carrier.

Our daily carrier cut-off is 2:00 PM Eastern Time, Monday–Friday. Orders placed before the cut-off on a business day generally enter the carrier network the same day or the following business morning. Orders placed after the cut-off, on weekends, or on a U.S. federal holiday will begin processing on the next business day. We do not process or ship orders on Saturdays, Sundays, or the following holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, and Christmas Day.

During unusually high-volume periods — Black Friday/Cyber Monday week, the days surrounding major sales, and the December holiday season — processing times can extend by 1–2 additional business days as we work through the queue. We will post a banner on the homepage and on this Shipping Policy whenever processing times are running longer than the published 1–2 business day window so that you always know what to expect before you check out.

Shipping to the United States

The vast majority of True Health Protocol customers ship to addresses in the 50 U.S. states, the District of Columbia, and U.S. territories (Puerto Rico, U.S. Virgin Islands, Guam, American Samoa, and the Northern Mariana Islands). For these destinations, we offer two service levels at checkout, plus a free shipping threshold:

• Standard Shipping — $4.99 — 3–5 business days transit time after the package leaves our fulfillment center. Tracked end-to-end via USPS Ground Advantage, USPS Priority Mail, UPS Ground, or an equivalent carrier selected based on your destination ZIP and package weight. This is the option most of our customers choose.
• Expedited Shipping — $12.99 — 1–2 business days transit time after the package leaves our fulfillment center. Tracked end-to-end via USPS Priority Mail Express, UPS 2nd Day Air, or FedEx 2Day depending on origin and destination. Expedited shipping does not change the 1–2 business day order processing window, so the total time from order to delivery on Expedited is typically 2–4 business days.
• Free Standard Shipping — automatic on every U.S. order with a merchandise subtotal of $50 or more after any discounts and before tax. The free option is applied at checkout — you do not need a coupon code.

Estimated total time from order placed to delivery, U.S. addresses:

• Standard: 4–7 business days (1–2 processing + 3–5 transit)
• Expedited: 2–4 business days (1–2 processing + 1–2 transit)

Transit times are estimates provided by the carrier and are not guaranteed. They reflect typical delivery experience but can be affected by weather events, carrier capacity, regional sort-facility delays, and other factors outside our control. The carrier's own delivery commitments — not ours — apply to expedited and overnight services.

Shipping Rate Table

For quick reference, here is the complete U.S. shipping rate table:

The free shipping threshold is calculated on the merchandise subtotal after promotional discounts and before sales tax. Gift cards, store credit, and shipping fees themselves do not count toward the threshold.

International Shipping

True Health Protocol ships internationally to most countries. Because international logistics, customs handling, and last-mile carriers vary significantly by destination, international rates are calculated at checkout based on your country, package weight, and the service level you select.

For most international destinations, we offer two service tiers:

• International Standard (Tracked) — 7–21 business days transit time depending on destination. Uses USPS International, DHL eCommerce, or Asendia for the international leg, with handoff to your country's national postal carrier (Royal Mail, Canada Post, Australia Post, Deutsche Post, La Poste, etc.) for final delivery. Includes end-to-end tracking that updates as the package moves through each handoff.
• International Express — 3–7 business days transit time depending on destination. Uses DHL Express, FedEx International Priority, or UPS Worldwide Saver. Direct door-to-door tracking, faster customs clearance, and signature on delivery for most destinations.

Approximate international transit times by region (after the 1–2 business day processing window):

These are typical ranges based on our shipment history. The actual transit time on any individual order depends on customs clearance speed in your country, the local postal carrier's current backlog, and seasonal volume. Customs clearance alone can add 1–7 business days to international transit at any time, and significantly more during the December peak season and around your country's major holidays.

Customs, Duties & Import Taxes

For international orders, the prices displayed on our website are exclusive of any duties, customs fees, value-added tax (VAT), goods and services tax (GST), or other import taxes that may be charged by your country's customs authority. These charges are determined by the destination country, not by True Health Protocol, and they are the responsibility of the customer (the importer of record).

How import charges are typically handled:

• Carrier-collected: Express carriers such as DHL, FedEx, and UPS will pay any duties or taxes on your behalf at clearance and then bill you (or collect on delivery) before releasing the package. Their invoice will arrive separately, often by email.
• Postal-collected: National postal carriers (Royal Mail, Canada Post, Australia Post, etc.) typically hold the package at a local sorting facility and notify you by mail or email that duties or taxes are due before they will deliver it.
• De minimis thresholds: Most countries set a "de minimis" value below which no duties or taxes are charged. Examples (subject to change by each country's customs authority): U.S. de minimis is $800; EU has a €150 duty-free threshold but VAT applies on imports of any value; UK has a £135 threshold; Canada's CUSMA threshold is C$150 for duty and C$40 for tax; Australia is A$1,000. Always check your country's current rules — they change.
• HS classification: We declare our products as dietary supplements under the appropriate Harmonized System code (typically HS 2106.90.99 — "Food preparations not elsewhere specified or included"). Some countries classify supplements differently and apply different tax rates. We cannot guarantee how any given country will classify a shipment.

If you refuse to pay duties or import taxes at delivery, the package will be returned to us by the carrier or destroyed. In a return-to-sender scenario we will refund the merchandise value to your original payment method but cannot refund the original outbound shipping fee, the return shipping fee charged to us by the carrier, or any duties already paid. To avoid this, please make sure you understand your country's import rules before placing the order.

Order Tracking

Every True Health Protocol order — domestic and international, standard and expedited — ships with end-to-end tracking. Once your package leaves our fulfillment center you will receive an automated shipping confirmation email containing:

• The carrier name (USPS, UPS, FedEx, DHL, etc.)
• Your tracking number
• A direct link to the carrier's tracking page
• The estimated delivery date based on the carrier's current data
• A summary of the items shipped

Please allow up to 24 hours after the shipping confirmation email arrives for the tracking number to populate on the carrier's website. The "Label Created" or "Pre-Shipment Info Sent" status is normal during this window — it means the label has been printed and the carrier has been notified, but the carrier hasn't yet scanned the package into their network. Once the first physical scan happens, full tracking takes over.

For international orders, tracking will continue updating as the package moves through each carrier handoff (origin sort facility → international transit → arrival in destination country → customs clearance → handoff to local carrier → out for delivery → delivered). Some country-pairs have a 24–72 hour gap in tracking updates between the international handoff and the local carrier picking up the package; this is normal and does not mean the package is lost.

Shipping Address Accuracy

Carriers in the United States and most other countries deliver to the address printed on the label, exactly as it appears. For this reason, the accuracy of the shipping address you enter at checkout is critical:

• Always include apartment, unit, suite, or building numbers if applicable. The single most common cause of delivery failure on dropship orders is a missing apartment or unit number.
• Verify the ZIP/postal code matches the city and state. Our address-verification system flags mismatches, but please double-check at checkout.
• Use a physical street address whenever possible. P.O. Boxes are accepted for USPS shipments only — we cannot ship to a P.O. Box via UPS, FedEx, or DHL Express. If you select expedited shipping to a P.O. Box, we will downgrade the service to USPS and refund the price difference.
• For APO/FPO/DPO military addresses, use the standard military format (UNIT/CMR/PSC number, BOX number, APO/FPO/DPO AA/AE/AP, and ZIP). We ship military orders via USPS at standard or expedited rates; transit times to APO/FPO addresses can be 7–21 business days depending on destination.
• Do not enter freight-forwarder addresses at checkout if you intend the package to be re-shipped to a different country. Use the freight forwarder's instructions for declaring the original importer.

If you realize you entered the wrong address, contact us at support@truehealthprotocol.health immediately. We can change the shipping address on any order that has not yet been picked up by the carrier — this is typically the 1–2 business days before the package ships. Once a label has been generated and the package is in the carrier network, address changes become much harder; in some cases the carrier can reroute mid-transit (USPS calls this "Package Intercept," UPS calls it "Delivery Intercept"), but the service is not free and the success rate is roughly 50/50. We cannot reroute international packages once they have left our fulfillment center.

Address Verification & Undeliverable Packages

Every shipping address goes through automated address verification at checkout. If the address fails verification but you confirm it is correct anyway, we will ship to the address as you entered it; if it later returns to us as undeliverable, the cost of the failed shipment is your responsibility.

An "undeliverable" package is one that the carrier returns to our fulfillment center for any of the following reasons: incomplete or invalid address, no apartment or unit number when one is required, no such number on the street, recipient unknown at the address, recipient moved without a forwarding order, repeated failed delivery attempts (most carriers attempt 2–3 times before holding for pickup or returning), refusal at the door, refusal to pay duties or taxes (international), or "addressee not authorized to receive mail" (typical for some commercial-mail-receiving agencies).

When a package returns to us as undeliverable, we will email you to confirm the next step. Your options are:

• Reship to the same or corrected address. You pay the new shipping fee at our standard published rates. We do not charge a re-handling fee.
• Refund the order. We refund the full merchandise value to your original payment method. Original outbound shipping fees are not refundable on undeliverable packages because the carrier service was used as paid.

If we do not hear back from you within 14 days of the package returning to our fulfillment center, we will refund the merchandise value (less original shipping) by default and close the order.

Lost Packages

A package is considered lost when the tracking has not updated for an unreasonable period of time and there is no record of delivery. For domestic U.S. shipments, our threshold is tracking has not updated for 7 consecutive business days after the last scan (and the last scan is not "Delivered"). For international shipments, our threshold is 14 consecutive business days without a tracking update, given the longer customs windows.

If your package crosses these thresholds, please email us at support@truehealthprotocol.health with your order number. We will:

1. Open a tracer with the carrier on your behalf. Carrier tracers typically resolve within 5–10 business days.
2. If the carrier confirms the package as lost, we will reship the order at no charge via the same or a faster service. You do not pay a second shipping fee on a confirmed-lost package.
3. If you prefer a refund instead of a reship, we will issue a full refund (merchandise + original shipping) to your original payment method within 5–7 business days of the lost-package confirmation.

We do not require you to file the carrier tracer yourself, and we do not require a police report or notarized statement. Our policy is simple: if the package didn't reach you and isn't going to, we make it right.

Stolen Packages & "Delivered but Not Received"

Carriers occasionally mark a package "Delivered" when it has been left at the door, in a mailbox, with a building manager, or in a parcel locker — and sometimes that package is stolen, misdelivered to a neighbor, or simply harder to find than it should be.

If your tracking shows "Delivered" but you do not have the package, please take the following steps before contacting us:

1. Wait 24–48 hours. Roughly 80% of "delivered but missing" packages turn up within two days, often because the carrier scanned it as delivered before actually completing the route, or it was left at a side door, with a leasing office, or with a neighbor.
2. Check with everyone in the household and at the address — including any building staff, doorman, mailroom, or front-desk concierge.
3. Check immediate neighbors on either side and across the street. Misdelivery is more common than theft.
4. Look in unusual locations at your address: side gates, behind planters, in a covered porch, in a shed.
5. Contact the carrier directly with the tracking number. The driver may have a delivery photo (USPS, UPS, and FedEx all photograph deliveries in many regions) that shows where it was left.

If after these steps the package is still missing, email us at support@truehealthprotocol.health with the order number, the tracking number, and a brief summary of what you've already tried. We will:

• File a missing-package claim with the carrier on your behalf.
• For shipments that are confirmed delivered to the correct address but missing, we will at our discretion offer a one-time replacement (you cover any duties/taxes for international reships) or a partial-credit toward a future order. We are not legally obligated to replace a package the carrier has confirmed as delivered to the correct address, but we recognize that porch theft is a real problem and we do not want to leave you with nothing.
• For shipments that were delivered to the wrong address (carrier error), we will reship at no charge once the carrier confirms misdelivery.

To reduce the risk of porch theft, you can use the carrier's tools to add delivery instructions, request signature confirmation, redirect to a hold-at-location pickup point, or schedule delivery for a specific day. UPS My Choice, FedEx Delivery Manager, and USPS Informed Delivery are all free and worth setting up if you receive frequent home deliveries.

Damaged Packages & Damaged Products

Despite our padded mailers and double-walled shipping cartons, packages are occasionally damaged in transit — crushed corners, torn outer mailers, opened-and-retaped boxes, and so on. If your package arrives visibly damaged:

1. Document the damage before opening. Take 2–3 photos of the outside of the package showing the damage and the shipping label clearly.
2. Open the package carefully and check the contents. Take photos of any damaged products, broken seals, opened bottles, or product spilled inside the package.
3. Contact us within 7 days of delivery at support@truehealthprotocol.health. Include your order number, the photos, and a brief description of what's damaged.

For damaged products we will reship the affected items at no charge. You do not need to return the damaged product. We do not require you to file a carrier claim — we handle that on the back end.

If the entire package is heavily damaged or appears to have been opened by an unknown party (not customs), please refuse delivery if possible and contact us. Refused packages return to us automatically and we will reship.

Multiple Items & Split Shipments

Most True Health Protocol orders ship as a single package. However, if your order contains items from different fulfillment locations, items with different temperature handling requirements, or oversized items that exceed our combined-package weight limits, the order may ship in multiple packages.

If your order ships in two or more packages:

• You will receive a separate shipping confirmation email and tracking number for each package.
• The packages may arrive on different days. We do not hold packages to consolidate shipments — splitting the shipment is faster overall.
• You are not charged extra. The shipping fee shown at checkout covers the entire order regardless of how many packages it ships in.
• Free shipping on $50+ orders applies to the entire order, not to each individual package.

Order Modifications & Cancellations

We process orders quickly because that's what most customers want. The trade-off is that the window for modifications and cancellations is short.

• Within 1 hour of order placement: Cancellations and item changes are usually possible. Email support@truehealthprotocol.health with your order number and the requested change. We will confirm by reply.
• 1 hour to 1 business day: Cancellations are still usually possible if the order has not yet been processed. Item changes (swap product, add an item, change quantity) are possible if the order has not yet been picked or labeled.
• After the order has been picked or labeled: Cancellations are no longer possible because the package is in the fulfillment queue. Address changes may still be possible — see the address-accuracy section above. If you no longer want the order, you can refuse the package on delivery (returns automatically) or accept it and use our 30-day return policy.
• After the package has shipped: The order cannot be cancelled. We can intercept domestic packages mid-route in some cases via paid carrier services, but the success rate is not high enough for us to guarantee it.

To request a modification or cancellation, please email support@truehealthprotocol.health rather than replying to the order-confirmation email. Replies to the no-reply order address are not monitored.

Subscription & Recurring Orders

For customers on a recurring subscription, the same shipping policy applies to each order in the subscription cycle. The shipping address used on a subscription is the address you set in your customer account; you can update it at any time before your next billing date by logging into your account or emailing us. Free shipping on $50+ orders applies to each subscription shipment that meets the threshold; we do not aggregate across the subscription.

Restricted Destinations & Banned Ingredients

A small number of countries restrict or prohibit the importation of certain dietary-supplement ingredients (for example, NMN, melatonin, certain herbal extracts, and some hormonal precursors) without an import permit, prescription, or local-authority approval. The list of restricted ingredients varies by country and can change with little notice.

True Health Protocol does not currently ship to the following destinations because of customs restrictions or carrier limitations: North Korea, Iran, Syria, Cuba, Crimea, the so-called Donetsk and Luhansk People's Republics, and any country or territory subject to comprehensive U.S., EU, or UN sanctions at the time of the order. This list is updated as sanctions change.

If you are placing an order to a country with known supplement-import restrictions (for example, Australia, New Zealand, Singapore, Saudi Arabia, the United Arab Emirates, China, or Japan), please review your country's import rules before purchasing. We will ship the order as placed, but if the package is held, refused, or destroyed by your country's customs authority because of an import-rule violation, we cannot refund the order — the goods were delivered to the carrier in good faith. If you are unsure whether a specific product is allowed in your country, email us before placing the order and we will tell you what we know.

Carrier Selection

We use multiple carriers and select the one that offers the best combination of price, speed, and reliability for your specific destination at the time of shipment. For most U.S. orders this is USPS Ground Advantage or Priority Mail; for expedited U.S. orders this is typically USPS Priority Mail Express, UPS 2nd Day Air, or FedEx 2Day; for international standard this is typically USPS International, DHL eCommerce, or Asendia; for international express this is typically DHL Express or FedEx International Priority. The carrier shown in your shipping confirmation email is the actual carrier we used. We cannot guarantee a specific carrier in advance.

Packaging

True Health Protocol ships in unmarked padded mailers or plain corrugated cartons that do not display the True Health Protocol logo or any product names on the outside. The shipping label uses our return address (a U.S. fulfillment center) and a generic sender name where the carrier permits. This protects your privacy and reduces the risk that a package is targeted for theft based on the brand on the box. Inside the package you will find the product, an order summary, and occasionally a small thank-you insert; we do not include the original commercial invoice (those are sent to you separately by email).

Sustainability

We use recycled-content corrugated cartons and curbside-recyclable padded mailers wherever the package weight allows. Bottles ship with paper-based void fill rather than air pillows or plastic peanuts. Where the carrier offers a carbon-neutral shipping option (UPS carbon-neutral, DHL GoGreen, USPS Ground Advantage, etc.) we select it by default at no additional cost to you.

Backorders & Out-of-Stock Items

Occasionally a product sells faster than our restock cycle. When that happens we may temporarily backorder the product rather than removing it from the catalog. If your order contains a backordered item:

• You will be notified at checkout and in your order confirmation email.
• We will hold the entire order until the backordered item arrives, unless you reply to ask us to ship the in-stock items first.
• If the expected restock date moves out by more than 14 days, we will email you and offer the option to swap the backordered item for a substitute, ship the in-stock items now and refund the backordered item, or wait for the new restock date.
• You are never charged for a backordered item until it actually ships.

Pre-Orders

For products listed as "pre-order," the product page will show an estimated ship date. The 1–2 business day processing window does not apply to pre-orders — the order will ship within 1–2 business days of the pre-order release date shown on the product page. Pre-order release dates can shift if our supplier's production schedule changes; we will email all pre-order customers as soon as the new date is confirmed.

Insurance & Loss Liability

All True Health Protocol shipments are covered by carrier liability up to the carrier's standard insured value (typically $100 for USPS Ground Advantage and Priority Mail, $100 for UPS Ground, declared value on FedEx and DHL Express). If your order value exceeds the standard insured limit, we automatically add additional coverage at our cost.

Once a package is confirmed delivered to the correct address, carrier liability ends. From that point, our customer-friendly lost/stolen policy described above applies, but the package is technically in your possession and the carrier will not pay a claim.

Returns & Reshipments

If you need to return a product, please see our full Return & Refund Policy. Return shipping is the customer's responsibility unless the product was defective, damaged, or shipped in error. We do not require a return-shipping label from True Health Protocol — you can use any carrier — but we do recommend a tracked service so you have proof of delivery back to our fulfillment center.

Reshipments under our lost-, damaged-, or stolen-package policies always ship at no charge to you, including any duty or tax pre-payment we make on your behalf for international reships.

Sales Tax

For U.S. customers, we collect sales tax in states where we have a tax-collection obligation under the relevant state's economic-nexus rules. The applicable tax rate is calculated at checkout based on your shipping address, the local tax jurisdiction, and the product taxability classification. If you are a tax-exempt entity (a 501(c)(3) nonprofit, a reseller with a valid resale certificate, etc.), please email us with your exemption documentation and we will refund the sales tax after the order ships.

For international customers, the prices on our website do not include destination-country VAT, GST, or other import taxes. These are assessed by your country's customs authority and collected by the carrier — see the customs section above.

Shipping Insurance for High-Value Orders

For orders over $300, we automatically upgrade to a tracked carrier service with signature confirmation on delivery. There is no additional charge for this upgrade. If you would prefer to opt out of signature confirmation (for example, if you will not be home during business hours), please email us before the order ships and we will remove the requirement.

Privacy on the Shipping Label

The carrier needs the recipient's name and address to deliver the package. The recipient name on the label is the name you entered at checkout — it does not have to match the cardholder name on file. If you would like to ship to a recipient under a different name (for example, a nickname, an initial, or a workplace name), simply enter the recipient's preferred name at checkout. We do not validate the recipient name against your payment method.

Holiday Schedule & Peak-Season Notes

For the November/December holiday season we publish a "last day to order for delivery by [date]" guide on the homepage as we get closer to the deadlines. As a general guide, to receive a U.S. order by December 24:

• Standard Shipping: Order by approximately December 15
• Expedited Shipping: Order by approximately December 20

International cut-off dates vary widely by destination and are published on the homepage in early November each year. We typically pause new pre-orders 7 days before Christmas to make sure existing orders ship on time, and we resume pre-order acceptance the first business day of the new year.

Frequently Asked Shipping Questions

How long until my order ships?

1–2 business days from order placement. You will receive a shipping confirmation email with tracking the moment the label is generated.

Why does my tracking still say "Pre-Shipment Info Sent"?

That status means the label has been printed but the carrier hasn't physically scanned the package yet. It usually clears within 24 hours of the shipping confirmation email. If it has been more than 48 hours, email us and we'll investigate.

Can I get faster shipping?

Yes — select Expedited Shipping at checkout for 1–2 business day transit on U.S. orders, or International Express for 3–7 business day transit on most international destinations. Note that expedited shipping does not change the 1–2 business day order processing window.

Do you ship to P.O. Boxes?

Yes, via USPS standard or expedited service. We cannot ship to a P.O. Box via UPS, FedEx, or DHL Express. If you select Expedited Shipping to a P.O. Box, we will downgrade to USPS Priority Mail Express and refund the price difference.

Do you ship to APO/FPO/DPO addresses?

Yes, via USPS, at standard or expedited rates. Transit times to military addresses can be 7–21 business days depending on the destination unit's location.

Will I have to pay customs duties on an international order?

It depends on your country's de minimis threshold, the order value, and your country's classification of dietary supplements. The United States, Canada, the United Kingdom, the EU, Australia, and most other countries set a value below which no duties are charged. Check your country's current rules before ordering. Any duties or import taxes are the customer's responsibility.

What if customs seizes or refuses my package?

If a destination country's customs authority refuses or destroys the package because of a local import restriction, we cannot refund the order — the goods were handed to the carrier in good faith and the customs decision is outside our control. If you are unsure whether a product is allowed in your country, please email us before placing the order.

Can I ship to multiple addresses on one order?

Not directly through our checkout. If you need to ship to multiple addresses, please place a separate order for each recipient. Each order qualifies for free shipping independently if it meets the $50 threshold.

Can I ship as a gift?

Yes — at checkout, enter the recipient's name and address as the shipping address and your own information as the billing address. We do not include a paper invoice in the package, so the recipient will not see what you paid. Add a gift message in the order notes and we will hand-write it on the order summary.

What if my tracking hasn't updated in days?

For domestic orders, contact us if there has been no update for 7 business days. For international orders, contact us if there has been no update for 14 business days. We will open a tracer with the carrier and resolve it from there.

What if my package arrives damaged?

Photograph the damaged outer package and any damaged products, then email us within 7 days of delivery. We will reship the affected items at no charge — you do not need to return the damaged product.

What if I entered the wrong shipping address?

Email us immediately. We can change the address on any order that has not yet been picked up by the carrier (typically the 1–2 business day processing window). Once the package has shipped, we have very limited ability to reroute it.

Do you offer signature confirmation?

Yes — orders over $300 ship with signature confirmation by default at no extra charge. For orders under $300, signature confirmation is available on request — email us before the order ships.

How do I get free shipping?

Place a U.S. order with a merchandise subtotal of $50 or more (after discounts, before tax). Free Standard Shipping is automatically applied at checkout — no code needed.

Can I change my shipping speed after placing the order?

If the order has not yet been picked up by the carrier, yes. Email us with your order number and the new shipping speed and we will adjust and refund or charge the difference.

Why are my two items arriving on different days?

Some orders ship in two or more packages from different fulfillment locations. You will receive a separate tracking number for each package, and you are not charged extra. Free shipping still applies to the entire order.

Is signature required for delivery?

By default, no — for orders under $300. Most carriers will leave the package at the door, in a parcel locker, or with a building reception. For orders over $300, or where the carrier defaults to signature on delivery (DHL Express to many international destinations, UPS to some apartment addresses), an adult signature may be required.

How do I track my package?

Use the tracking link in your shipping confirmation email, or paste the tracking number into the carrier's website (usps.com, ups.com, fedex.com, dhl.com, or your local postal carrier). Most carriers also offer a free email or push notification subscription so you don't have to check manually.

Do you offer same-day or overnight delivery?

Not currently. Our fastest option is Expedited Shipping (1–2 business day transit after a 1–2 business day processing window). True overnight delivery is not yet on our menu but is something we are evaluating for U.S. metro areas.

Can I pick up my order in person?

No, we do not offer in-store or local pickup. All True Health Protocol orders are fulfilled via carrier shipment.

What carriers do you use?

USPS, UPS, FedEx, and DHL for the United States; USPS International, DHL eCommerce, DHL Express, FedEx International, UPS Worldwide, and Asendia for international. We select the best carrier for each shipment based on destination, weight, and service level.

Why was my package returned to sender?

Most commonly: incomplete or invalid address, missing apartment/unit number, refusal to pay duties (international), or repeated failed delivery attempts. We will email you when an undeliverable package returns to our fulfillment center and offer to reship (you pay shipping again) or refund the merchandise.

Contact Our Shipping Team

If you have a question about a specific order, the fastest path to resolution is to email support@truehealthprotocol.health from the email address you used at checkout, and include your order number in the subject line. Our team responds Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, typically within one business day.

For non-order-specific questions about shipping (rates, transit times, country availability, etc.), you can reply to any of our marketing emails or use the contact form on our Contact page.

For pre-purchase questions about whether a specific product is allowed in your country, please email us with the product name and your country before placing the order. We will tell you what we know based on our shipment history to that destination.

Policy Updates

This Shipping Policy may be updated from time to time as carrier rates, transit estimates, customs rules, or our fulfillment operations change. The version on this page is always the current version, and any policy update applies to orders placed after the update goes live. Orders placed before the update are governed by the policy in effect at the time of the order. We do not retroactively change shipping rules on already-placed orders.

If you have any questions about this policy that we have not answered above, please email support@truehealthprotocol.health. We read every message and we update this page when a question comes up that we should have already answered.